Pulse 8.1. Deployment Guide

Transcription

1 Pulse 8.1 Deployment Guide

2 The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc. Copyright Genesys Telecommunications Laboratories, Inc. All rights reserved. About Genesys Genesys is the world's leading provider of customer service and contact center software with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today s customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees. Go to for more information. Each product has its own documentation for online viewing at the Genesys Documentation website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative. Notice Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions. Your Responsibility for Your System s Security You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products. Trademarks Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders. The Crystal monospace font is used by permission of Software Renovation Corporation, Technical Support from VARs If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support. Customer Care from Genesys If you have purchased support directly from Genesys, please contact Genesys Customer Care. Before contacting Customer Care, please refer to the Genesys Care Program Guide for complete contact information and procedures. Ordering and Licensing Information Complete information on ordering and licensing Genesys products can be found in the Genesys Licensing Guide. Released by Genesys Telecommunications Laboratories, Inc. Document Version: 81pulse_dep_ _

3 Table of Contents List of Procedures... 5 Preface... 7 About Pulse... 7 Intended Audience... 8 Making Comments on This Document... 8 Contacting Genesys Customer Care... 8 Document Change History... 8 New in Document Version New in Document Version New in Document Version New in Document Version (restricted release) Other Changes Chapter 1 Product Overview Pulse Components Pulse Collector Pulse Genesys Framework Components Configuration Server Stat Server DB Server New in this Release New in Release New in Release Chapter 2 Pulse Deployment Prerequisites Deployment Task Summary Deployment Procedures Deployment Guide 3

4 Table of Contents Chapter 3 Pulse Configuration Options GAX Application Object [pulse] Section Pulse Collector Application Object [collector] Section [configuration-monitoring] Section [heartbeat] Section [layout-validation] Section [limits] Section [localization] Section [Log] Section [object-name-format] Section [output] Section [scripting] Section [statistic-request-handling] Section [transport-*] Section Common Log Options Chapter 4 Starting and Stopping Pulse Starting and Stopping Pulse Plug-in for GAX What Must Be Running Prior to Start Starting Pulse Plug-in for GAX Stopping Pulse Plug-in for GAX Starting Pulse Collector What Must Be Running Prior to Start Starting Pulse Collector from SCI Starting Pulse Collector from Windows Platforms Manually Starting Pulse Collector from UNIX Platforms Stopping Pulse Collector Stopping Pulse Collector on Windows Platforms Stopping Pulse Collector on UNIX Platforms Chapter 5 Application Files Pulse Plug-in for GAX Pulse Collector Supplements Related Documentation Resources Document Conventions Index Pulse 8.1

5 List of Procedures Deploying Pulse Collector Configuring objects for Pulse Deploying the Pulse Web Application Deployment Guide 5

6 List of Procedures 6 Pulse 8.1

7 Preface Welcome to the Pulse 8.1 Deployment Guide. This document introduces you to the concepts, terminology, and deployment procedures relevant to Pulse. This document is valid only for the 8.1.x release of this product. This preface contains the following sections: About Pulse, page 7 Intended Audience, page 8 Making Comments on This Document, page 8 Contacting Genesys Customer Care, page 8 Document Change History, page 8 For information about related resources and about the conventions that are used in this document, see the supplementary material beginning on page 67. About Pulse Pulse is a Genesys Administrator Extension (GAX) plug-in application that enables at-a-glance views of real-time contact center statistics within the GAX graphical user interface. Pulse uses widgets to display user-defined Donut, Key Performance Indicator (KPI), or List charts of statistics for objects. Using Pulse you can: Create report views from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics. Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling and call routing strategies. Deployment Guide 7

8 Preface Intended Audience Intended Audience This document is primarily intended for system integrators, system administrators, contact center managers, and operations personnel. It has been written with the assumption that you have a basic understanding of: Computer-telephony integration concepts, processes, terminology, and applications Network design and operation Your own network configurations You should also be familiar with: The User Interaction Layer of the Genesys Framework architecture The GAX user interface and its functions Making Comments on This Document If you especially like or dislike anything about this document, feel free to your comments to Techpubs.webadmin@genesys.com. You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document. Please limit your comments to the scope of this document only and to the way in which the information is presented. Contact your Genesys Account Representative or Genesys Customer Care if you have suggestions about the product itself. When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you. Contacting Genesys Customer Care f you have purchased support directly from Genesys, please contact Genesys Customer Care. Before contacting Customer Care, please refer to the Genesys Care Program Guide for complete contact information and procedures. Document Change History This section lists content that is new or that has changed significantly since the first release of this document. The most recent changes appear first. 8 Pulse 8.1

9 Preface Document Change History New in Document Version The order of steps to create a new Database Access Point was corrected in Procedure: Deploying Pulse Collector, on page 20. The access_url, backend-file-ext, generate-layout-info-file, and heartbeat-period configuration options were updated in Pulse Configuration Options, beginning on page 27. The list of Application Files, beginning on page 63 were updated. New in Document Version EZPulse was renamed Pulse. Software releases for Stat Server and DB Server were updated in Chapter 2 on page 17. The following changes to configuration options were made in Chapter 3, Pulse Configuration Options, beginning on page 27. The new metagroup-contents-recheck-delay configuration option in the [configuration-monitoring] was added. The valid values were changed to for the heartbeat-period option in the [heartbeat] section from the Collector application. The heartbeat_timeout configuration option in the [pulse] section was removed from the Pulse application template, because Pulse now uses the heartbeat-period option in the [heartbeat] section from the Collector application. The default value was changed to 15 for the cleanup-file-modification-age-threshold configuration option in the [transport-*] section. The collector.js value was added to the default values for the js-modules configuration option in [scripting] section. The ezpulse-file-ext configuration option in the [transport-gpb-out] section was renamed backend-file-ext. Many files named EZPulse_Collector were renamed Collector. The warning to restrict the number of agents in a widget to no more than 100 agents was moved to the online Pulse Help. New in Document Version Support for the following items have been added or updated: Relational database platforms: Microsoft SQL 2008, and PostgreSQL 9 Operating systems: Red Hat Enterprise AS 6 (64-bit system) Web browsers: Google Chrome version 22 or higher, Mozilla Firefox version 17 or higher, Microsoft Internet Explorer version 10, and Apple Safari version 6 Deployment Guide 9

10 Preface Document Change History Product Overview, beginning on page 11 has been updated. Instruction to import the pulse_statistics.cfg file has been added to Deploying Pulse Collector, beginning on page 20. Instruction to update the Pulse Collector application object settings on the Tenants tab have been added to Deploying Pulse Collector, beginning on page 20. Privileges have been added to Configuring objects for Pulse, beginning on page 22. Pulse Configuration Options, beginning on page 27 has been revised. New in Document Version (restricted release) Other Changes Chapters have been added to this document to improve documentation quality: Product Overview, beginning on page 11. Starting and Stopping Pulse, beginning on page 55. Application Files, beginning on page 63. The prerequisites have been updated to include the minimum release of Genesys components with which Pulse interoperates and a detailed listing of requisite third-party software. See pages The postgre_71_compatible configuration option is introduced in this release for configuration of the Database Access Point serving the Pulse database. See page 23. The following additional options are introduced in this release to help you fine-tune Pulse Collector configuration: data-flow-check-interval, see page 50. data-flow-timeout, see page 51. max-output-interval, see page 49. min-output-interval, see page 49. The default value of the output-transport configuration option has changed from gpb to gpb-out. See page 29. PostgreSQL support is added in this release. Configuration and deployment instructions for this RDBMS is included throughout this document. Other product changes, such as the enhanced Pulse user interface, are described in the online Pulse Help, the Pulse 8.1 Release Notes, and the Pulse 8.1 Release Advisory. 10 Pulse 8.1

11 Chapter 1 Product Overview Pulse is a widget-driven, graphical user application, which is accessible from a web browser as a Genesys Administrator Extension (GAX) plug-in application. Using a direct communication link to a real-time metrics engine, Stat Server, Pulse enables at-a-glance views of real-time contact center statistics within the GAX user interface. Pulse uses widgets to display user-defined Donut, Key Performance Indicator (KPI), or List charts of statistics for objects. You can also view and select additional report details and options by maximizing any widget. See the online Pulse Online Help for a details about the Pulse interface. The following sections describe the architecture that enables this functionality: Pulse Components, page 12 Genesys Framework Components, page 13 New in this Release, page 14 Deployment Guide 11

12 Chapter 1: Product Overview Pulse Components Pulse Components Major aspects of Pulse are shown in Figure 1. Figure 1: Pulse Architecture Pulse Collector Pulse Pulse Collector is a background near-realtime statistical data collection and processing engine. It performs the following activities: Reads the metadata from the Pulse database upon startup and whenever changes are made to report definitions in Pulse. Uses the report definitions stored in the Pulse database to determine which statistics and objects to include. Creates snapshots with current data from Stat Server and formula-based statistics calculated by Pulse Collector, on the specified file system for reference by Pulse. Maintains a constant connection with Configuration Server to retreive changes, additions, and deletions to configuration objects. Pulse is a GAX plug-in that performs the following activities: Handles user authentication and permissions validation. Filters and delivers report data according to the permissions and tenancy of the user who is requesting the data. 12 Pulse 8.1

13 Chapter 1: Product Overview Genesys Framework Components Displays report content in widgets, such as the listing and content of reports. Saves the report definitions to the Pulse Database, which it shares with Pulse Collector. You can have only one Pulse application for each GAX instance. For configuration, Pulse requires a [pulse] section and is added to the connections of the GAX Application object. Pulse might have its own database access point, but otherwise uses Management Framework and other connections from GAX. Pulse uses the existing GAX client architecture, which is described in the Genesys Administrator Extension Deployment Guide. Refer to Pulse Online Help to learn how to operate this user interface. This document is accessible only from within the software, when you click help. Genesys Framework Components Configuration Server Stat Server Pulse interacts with several products within the Genesys Framework to provide real-time snapshots of contact center data, including: Configuration Server Stat Server DB Server Pulse Collector receives the following data from Configuration Server: Information about the existence of contact center objects (for example, tenants, agents, places, calling lists, or campaigns) Statistical parameters (for example, time ranges, time profiles, filters, and statistical types) Information about changes to contact center objects (for example, a deleted agent, a renamed queue, or a new Agent Group). Pulse Collector uses this data to provide content for Pulse. Both Pulse and Pulse Collector connect to Configuration Server in order to retrieve their own configuration. Stat Server tracks information about customer interaction networks consisting of one or more contact centers in conjunction with one or more computer networks. Stat Server receives information from one or more T-Server or SIP Server applications and converts the accumulated data for directory numbers, agents, agent groups, and so on, into statistical information. Deployment Guide 13

14 Chapter 1: Product Overview New in this Release As a client of Stat Server, Pulse Collector requests statistics for objects belonging to particular reports. Stat Server supplies both information about the interactions that the objects that handle as well as noninteraction-related data about the objects themselves (for example, agent status). Pulse Collector uses only those statistical types defined in the Stat Server application that is listed among Collector s connections. Refer to the Framework Stat Server User s Guide and Framework Stat Server Deployment Guide for information about Stat Server. DB Server DB Server is the Genesys component that handles database requests from multiple client processes. DB Server provides a single interface from the clients to a variety of database engines, including Microsoft SQL Server, Oracle and PostgreSQL. As a client of DB Server, Pulse Collector reads information about active widgets and updates the layout statuses, when layout status changes occur within the Pulse Collector. Refer to the Framework DB Server User s Guide for information about DB Server. New in this Release New in Release Some of the primary new features in release are: Genesys EZPulse is renamed to Pulse. Pulse displays real-time data that is collected by Stat Server through widgets. Pulse provides additional predefined templates. Users can print charts and grids. With appropriate privileges, users can: Create or edit Widget Templates to simplify widget creation and selecting widget content. Customize statistic formulas. Modify statistics. Add previously removed statistics back into a widget. Pulse integrates with GAX Pulse supports Red Hat Linux 6 (64-bit). Pulse supports Microsoft SQL Server Pulse supports Microsoft Internet Explorer Pulse 8.1

15 Chapter 1: Product Overview New in this Release New in Release Pulse supports Statistics of categories CurrentTargetState, CurrentStateReasons, and JavaCategory. Pulse supports virtual agent groups. Some of the primary new features in release are: Integration with GAX 8.1.3, which offers many user interface improvements including the ability to collapse panels Adapted to work with PostgreSQL Several panel and grid functionality improvements, including thumbnail report previews within the list of layouts Additional chart design options, including the ability to display multiple statistics within a single chart. Deployment Guide 15

16 Chapter 1: Product Overview New in this Release 16 Pulse 8.1

17 Chapter 2 Pulse Deployment This chapter describes how to install and configure Pulse. It contains the following sections: Prerequisites, page 17 Deployment Task Summary, page 19 Deployment Procedures, page 20 Prerequisites You deploy Pulse as a Genesys Administrator Extension (GAX) plug-in on a web application server to be accessed using a web browser through the GAX user interface. No additional Genesys software is needed on the client machine. The following are prerequisites for Pulse deployment: Genesys Administrator Extension release or higher must be configured and installed. Refer to the Framework 8.1 Genesys Administrator Extension Deployment Guide for details. GAX uses an embedded Jetty instance as the web application server; as a result, Tomcat is no longer a prerequisite to use GAX. For those who choose to use Tomcat instead of Jetty, refer to the Genesys Administrator Extension 8.1 Deployment Guide for additional information. Genesys DB Server must be release or higher. Refer to the Framework 8.0 DB Server User s Guide for details. Your Relational Database Management System (RDBMS) must be up and running. The release of Pulse supports the following relational database platforms: Microsoft SQL Server 2008 Oracle 11g PostgreSQL 9.0 Deployment Guide 17

18 Chapter 2: Pulse Deployment Prerequisites The computer on which you install Pulse must be running the following: Windows Server 2008 R2 (64-bit system) Or, Red Hat Enterprise Linux AS 5.5 or 6.4 (64-bit system), with Updates from RHN enabled Note: If you use Red Hat Enterprise Linux AS 6, you must also install the following libraries to ensure backward compatibility for applications: compat-db compat-expat1 compat-glibc compat-libf2c-34 compat-libgcc-296 compat-libgfortran-41 compat-libstdc compat-libstdc compat-libstdc++-33 compat-libtermcap compat-openldap openssl098e For more information, see uide/rhel_6_migration_ch01s02.html Although not required for deployment, you must have Stat Server release or higher installed for basic operation. Although not required for deployment, you must have release or higher for DB Server or release for DB Server installed for basic operation. 18 Pulse 8.1

19 Chapter 2: Pulse Deployment Deployment Task Summary Deployment Task Summary Task Summary: Deploying Pulse The Task Summary: Deploying Pulse table below lists the objectives for deploying Pulse. Objective 1. Ensure your system meets the deployment prerequisites. Related procedures and actions See Prerequisites on page Prepare the Pulse database. Microsoft SQL Server 1. Create a new empty Microsoft SQL Server database. 2. Create a new Microsoft SQL Server user account. 3. Set the new database as default database for the user. 4. Grant the new user sufficient privileges for the new database. User must be able to create database objects and select, insert, update, and delete data in tables. Oracle Create a new user/schema to be used by Pulse. The user must have RESOURCE and CREATE VIEW privileges. PostgreSQL 1. Create a new empty PostgreSQL database. 2. Create a new PostgreSQL user account. 3. Set the new database as default database for the user. 4. Grant the new user sufficient privileges for the new database. User must be able to create database objects and select, insert, update, and delete data in tables. 3. Deploy Pulse Collector. Complete the following procedure: Deploying Pulse Collector on page Create applications within Genesys Administrator and configure them. Complete the following procedure: Configuring objects for Pulse on page Deploy Pulse. Complete the following procedure: Deploying the Pulse Web Application on page 24 Deployment Guide 19

20 Chapter 2: Pulse Deployment Deployment Procedures Deployment Procedures This section provides detailed procedures for configuring and deploying Pulse. Note: In these procedures, use the instructions provided in Genesys Administrator Help or the Framework 8.x Deployment Guide, and add the object-specific configuration requirements listed here. Procedure: Deploying Pulse Collector Purpose: To deploy Pulse Collector, which connects directly to Stat Server to collect statistics for contact center objects. Pulse Collector also connects to DB Server, through which it accesses the database where reporting layouts are stored. Prerequisites For Windows only: Ensure you have installed Microsoft Visual C SP1 MFC Security Pack Redistributable. Ensure your DB Server version is or higher. Ensure your Stat Server version is or higher. Ensure that the statserver application object for both the primary and backup Stat Server have the option accept-clients-in-backup-mode and set its value to yes. Note: This option is required even if there is no backup application specified for the Stat Server application. Start of procedure 1. In Genesys Administrator, import the application template for Pulse Collector by uploading the file collector.apd from the installation package. 2. Create an Pulse Collector Application object using the application template that you imported in Step 1. Note: Pulse Collector applications have an application type of Data Sourcer within Genesys Administrator. 20 Pulse 8.1

21 Chapter 2: Pulse Deployment Deployment Procedures 3. Depending on the platform, do the following: Windows: In the Pulse Collector installation package, locate and run setup.exe. UNIX: In the Pulse Collector installation package, locate the shell script called install.sh and run this script from the command prompt. For example: sh./install.sh or./install.sh 4. Follow the InstallShield Wizard prompts to install Pulse Collector. 5. In Genesys Administrator, open the Pulse Collector Application object and add or modify the values of configuration options described in Pulse Collector Application Object on page For a high-availability (HA) deployment, repeat Steps 2 5 to install a backup instance of Pulse Collector. 7. In Genesys Administrator, add the Pulse Collector Application object to the connections of your GAX server Application object. For a load-balanced environment configuration, go to Step In a load-balanced environment with two GAX applications and Pulse plug-ins, associate one GAX with a primary Pulse Collector and the second GAX with a backup Pulse Collector as follows: a. Add the primary Pulse Collector Application object to the connections of the first (or primary) GAX server Application object. b. Add the backup Pulse Collector Application object to the connections of the second (or backup) GAX server Application object. c. Add the backup Pulse Collector Application object to the Server Info tab of the primary Pulse Collector Application object as a backup server. Note: One GAX pair can be connected to multiple Pulse Collector HA pairs. In this case, you must associate all primary Pulse Collectors with one GAX, and all the backup Pulse Collectors with the other GAX. 9. Create a new Database Access Point, which is necessary for connectivity to the Pulse database through the DB Server: a. In the DB Info frame of the Configuration tab, specify the connectivity parameters to your RDBMS and select the Default connection type. 10. Add the Database Access Point object to be used by Pulse Collector to its connections in the Pulse Collector Application object. (See Prerequisites on page 20). 11. In the connections of the Pulse Collector Application, add the primary Stat Server application that is to be used by Pulse Collector (see page 18). Deployment Guide 21

22 Chapter 2: Pulse Deployment Deployment Procedures 12. Add the Tenant objects to the Tenants tab for all Pulse Collectors that you plan to monitor in Pulse. End of procedure Procedure: Configuring objects for Pulse Purpose: To configure the necessary objects required by Pulse using Genesys Administrator. Note: In this procedure, use the instructions provided in Genesys Administrator Help or the Framework 8.x Deployment Guide, and add the object-specific configuration requirements listed here. Start of procedure 1. Import the application template for Pulse: a. Upload the Pulse.apd file from the installation package. b. Import the metadata from the Pulse.xml file. c. Click Save & Close to save the new object. The Pulse Application Template is used to import role privileges. 2. Configure permissions for the GAX Application object: a. Open the GAX Application object. b. Click the Permissions tab. c. Select the SYSTEM account. d. Select Read, Change, and Execute permissions. e. Click Save & Close to save the object. 3. Optional: Configure options for Pulse in the GAX Application object: Note: During startup, GAX looks for all options that are required for Pulse operation and adds them to the GAX Application object if they are not explicitly configured. If a required option is either not configured or specifies an invalid option value, GAX uses the option s default value. a. Open the GAX Application object. b. Under the Options tab, create the pulse section options as described on page Pulse 8.1

23 Chapter 2: Pulse Deployment Deployment Procedures 4. Create a new Role object to provide access to GAX functionality in for Pulse: a. Define the privileges granted by the Role on the Role Privileges tab in the Genesys Administrator Extension - Pulse section. Each subsequent user privilege requires granting the previous user privileges in the list along with all corresponding privileges, as follows: i. Pulse Read Layout This role requires the following GAX permissions: Stay on Dashboard Indefinitely Move Widget Edit Dashboards ii. Pulse Update Layout This role requires the following GAX permissions: Edit Widget iii. Pulse Write Layout This role requires the following GAX permissions: Add Widget Clone Widget Remove Widget This role must also have write access to their person object. iv. Pulse Write Template This role requires the following GAX permissions: Edit Default Dashboard This role also requires write access to their tenant object. b. Assign the Role to Users and Access Groups in the Members section as required. 5. Create a new Database Access Point, which is necessary for connectivity to the Pulse database: a. In the DB Info frame of the Configuration tab, specify the connectivity parameters to your RDBMS and select the JDBC connection type and enter the following field values: Role = Main Debug = false JDBC Query Timeout: 15 Case Conversion: any b. In the Server info frame of the Configuration tab, specify the RDBMS host and the connection port. c. Under the Options tab, add the role configuration option with its value set to pulse in the GAX section to identify this Database Access Point as the database schema created for Pulse. d. For a PostgreSQL database, add the postgre_71_compatible configuration option with its value set to false in the GAX section. Deployment Guide 23

24 Chapter 2: Pulse Deployment Deployment Procedures Refer to the Framework 8.0 DB Server User s Guide for additional information about configuring this application. 6. Add the Database Access Point to the connections of your GAX server Application object. 7. For a high-availability deployment, complete Steps 2 3, 5, and 6, for each GAX server Application object to be used with the Pulse plug-in. End of procedure Procedure: Deploying the Pulse Web Application Purpose: To deploy the Pulse plug-in. Prerequisites This procedure must be performed on the computer where the Genesys Administrator Extension is installed. Start of procedure 1. Depending on your platform, do the following: Microsoft Windows: in the Pulse installation package, locate and run setup.exe. UNIX: in the Pulse installation package, locate the shell script called install.sh and run this script from the command prompt by typing the sh command and the file name. For example: sh./install.sh or./install.sh 2. Follow the InstallShield Wizard prompts to install Pulse. Refer to the Genesys Administrator Extension 8.1 Deployment Guide for additional information. Note: When prompted to specify a path to the installation folder, specify any temporary folder that is used for storing unzipped files. It must not be a GAX installation folder. 3. Within both primary and backup Stat Server applications, import the pulse_statistics.cfg file from the Pulse installation files to create the statistics that Pulse should monitor. Refer to the Framework 8.1 Stat Server User s Guide for guidance. 24 Pulse 8.1

25 Chapter 2: Pulse Deployment Deployment Procedures 4. From the user account created in Step 2 on page 19, execute the SQL statements in the appropriate initialization script deployed during installation either: pulse_init_mssql.sql pulse_init_oracle.sql pulse_init_postgres.sql End of procedure Deployment Guide 25

26 Chapter 2: Pulse Deployment Deployment Procedures 26 Pulse 8.1

27 Chapter 3 Pulse Configuration Options This chapter describes the options to configure Pulse and Pulse Collector. The configuration options are presented in alphabetical order. This chapter contains the following sections: GAX Application Object, page 28 Pulse Collector Application Object, page 29 Common Log Options, page 54 Notes: The application templates for Pulse might contain other configuration options that are not described in this chapter. These options must remain set to the default values that are provided in the application templates. Changing these values might cause unexpected behavior. You are not required to configure any options to start Pulse. Pulse supplies default values for all options that it requires to function. Deployment Guide 27

28 Chapter 3: Pulse Configuration Options GAX Application Object GAX Application Object [pulse] Section Set the configuration options in the corresponding sections on the Options tab of the GAX Application object. access_url Valid Value: where: gax_host The name or IP address of the GAX host computer gax_port The port of the GAX server For example: Default Value: Changes Take Effect: After GAX restart Specifies the URL of the Genesys Administrator Extension (GAX) in which Pulse has been configured. health_expire_timeout Valid Values: zero or any positive number Default Value: 30 Changes Take Effect: After GAX restart Specifies how long, in seconds, Pulse stores result of previous health check, which includes the heartbeat, DB connection, and Configuration Server connection. pause_timeout Valid Values: Any valid integer Default Value: 0 Changes Take Effect: After GAX restart Specifies the time interval, in minutes, that Pulse waits before placing a layout in the Paused state (Pulse Collector does not collect data for paused layouts), which occurs if no statistical data pertaining to a layout is requested while the layout remains active. A value of zero (0) disables pausing altogether. Note: This option is not applied if GAX is configured in High Availability. 28 Pulse 8.1

29 Chapter 3: Pulse Configuration Options Pulse Collector Application Object Pulse Collector Application Object [collector] Section Set the configuration options in the corresponding sections on the Options tab of the Pulse Collector Application object. application-id Valid Values: Default value: 0 Note: A zero (0) value instructs Pulse Collector to attempt to determine the application ID automatically. The Pulse Collector application ID, as registered in the Pulse database. hostname Valid Values: Valid host name Default Value: Empty value Changes Take Effect: Upon restart Specifies the Simple Network Management Protocol (SNMP) host name. management-port Valid Values: Positive integers Default Value: No default value Warning! No other application should use this port. Changes Take Effect: Upon restart Specifies the TCP/IP port that Pulse Collector reserves for SNMP Option Management Client connections. If this option is absent or null, a server for Management Client is not created. Warning! You must specify a value for this option if you are using an SNMP connection. Do not change the value for this option while Pulse Collector is running. output-transport Default Value: No default value (but the application template supplies the preconfigured transport name of gpb-out) Valid Values: the names of all transport protocols that you have defined in the transport-* section. Deployment Guide 29

30 Chapter 3: Pulse Configuration Options Pulse Collector Application Object Specifies the output transport to be used to produce outputs. [configuration-monitoring] Section auto-detect-dynamic-metagroups Valid Values: yes,no Default Value: yes Determines whether to force Pulse Collector to attempt detecting dynamic metagroup automatically, if layout definitions do not explicitly mark metagroup as dynamic or non-dynamic. If option is set to no, Pulse Collector relies on the dynamic metagroup mark in the layout definition for the purpose of determining dynamic metagroups. 30 Pulse 8.1

31 Chapter 3: Pulse Configuration Options Pulse Collector Application Object check-layout-presence-timeout Valid Values: Default Value: 900 Specifies how often, in seconds, Pulse Collector checks for the deleted layouts. A zero (0) value completely disables the check. Note: This defines the minimum timeout between two checks. The actual timeout depends on the database polling cycle, because the check is conducted after finishing subsequent database polling cycle. db-poll-period Valid Values: Default Value: 30 Specifies how often, in seconds, Pulse Collector obtains updates from the Pulse database. Note: Genesys recommends that you set this option to no less than 15 seconds. enable-differential-layout-recheck Valid Values: yes,no Default Value: yes Determines if the differential or full layout definition recheck procedure is used. metagroup-contents-recheck-delay Valid Values: Default Value: 60 Changes Take Effect: Immediately Specifies the delay in seconds between when Pulse Collector verifies metagroup contents (such as Agent Group, Place Group, and DN Group) after notification from Configuration Server notifies Pulse Collector about changes in the contents of the metagroup object. Zero value of this option eliminates timeout and metagroup change is processed immediately. Note: This configuration option impacts ANY changes in the metagroup (for example, both adding and deleting objects), so new objects added to the metagroup appear in the layout after the specified delay. Deployment Guide 31

32 Chapter 3: Pulse Configuration Options Pulse Collector Application Object [heartbeat] Section new-object-delay Valid Values: Default Value: 0 Changes Take Effect: Immediately Specifies the delay, in seconds, between when Pulse Collector receives notification of a new object in Configuration Server, and when it starts to process this notification. Setting this option to 0 enables Pulse Collector to process new objects without delays. ods-wait-timeout Valid Values: Default Value: 300 Specifies the time, in seconds, that Pulse Collector waits before re-checking the Pulse database for proper initialization. recheck-active-layout-definition Valid Values: yes,no Default value: yes Determines whether Pulse Collector conducts configuration recheck process for the layout, when that layout definition is changed. strict-tenant-security Valid Values: yes,no Default value: no Determines whether Pulse Collector prevents individual objects belonging to different tenants into the layout or objects from different tenants included in the group. heartbeat-folder Valid Values: Valid folder path Default Value:./output/heartbeat (as provided by template file) Specifies the path in which Pulse Collector writes the heartbeat file. 32 Pulse 8.1

33 Chapter 3: Pulse Configuration Options Pulse Collector Application Object heartbeat-period [layout-validation] Section Valid Values: Default Value: 30 Specifies the period of a heartbeat update, in seconds. heartbeat-success-condition Valid Values: One or any combination of the following conditions: statserver Stat Server connection should be available. snapshot-writer The snapshot writer should be producing outputs without error. collector-db The main DB connection should be available. Default Value: statserver, snapshot-writer Specifies a comma-separated list of conditions to be checked for criteria of heartbeat success, which means the heartbeat is updated only if this criteria is met. enable-layout-validation Valid Values: yes,no Default Value: yes Enables or disables layout validation in Pulse Collector. Note: Pulse Collector always checks for consistency of LayoutID and TenantID. These validations apply even if options are set to a value no. enable-strict-tenant-security-validation-rule Valid Values: yes,no Default Value: yes Enables Pulse Collector to fail the layout validation when the option strict-tenant-security in the configuration-monitoring section is set to yes and Pulse encounters an individual object that belongs to a tenant that is different than layout's tenant. Deployment Guide 33

34 Chapter 3: Pulse Configuration Options Pulse Collector Application Object [limits] Section [localization] Section max-formulas-per-layout Valid Values: Default Value: 50 Specifies the maximum number of formula-based statistics for each layout. max-metagroups-per-layout Valid Values: Default Value: 50 Specifies the maximum number of metagroups for each layout. max-objects-per-layout Valid Values: Default Value: 400 Specifies the maximum number of objects for each layout. max-statistics-per-layout Valid Values: Default Value: 100 Specifies the maximum number of statistics for each layout. default-snapshot-message-language-code Valid Values: Language code (non-empty string, typically 2 letters) Default Value: en Specifies the default language code to use for layout snapshot messages, if the layout snapshot does not override this value. language-pack-folder Valid Values: Folder path Default Value:./messages Specifies the folder from which Pulse Collector reads localized message files to show layout errors in the localized form. 34 Pulse 8.1

35 Chapter 3: Pulse Configuration Options Pulse Collector Application Object [Log] Section all Valid Values: stdout Log events are sent to the Standard output (stdout). stderr Log events are sent to the Standard error output (stderr). network Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores log events in the Log Database. Setting the all log-level option to network enables Data Sourcer to send log events of Standard, Interaction, and Trace levels to Message Server. Log events of Debug level are neither sent to Message Server nor stored in the Log Database. memory Log events are sent to the memory output on the local disk. This output is the safest in terms of the application performance. [filename] Log events are stored in a file with the specified name. If you do not specify a path, the file is created in the application s working directory. Default Value: stdout Changes Take Effect: Immediately Specifies the outputs to which Data Sourcer sends all log events. You must separate log-output types with commas when you configure more than one output type. For example, all = stdout, logfile Note: To ease the troubleshooting process, consider using unique names for log files that different applications generate. buffering Default Value: false Valid Values: true,false Changes Take Effect: Immediately Specifies whether the operating system file buffering is on or off. This option applies only to stderr and stdout output. Setting this option to true increases output performance. Note: When you enable buffering, log messages might appear in the log after a delay. Deployment Guide 35

36 Chapter 3: Pulse Configuration Options Pulse Collector Application Object segment Valid Values: false No segmentation allowed. <number> KB or <number> Sets the maximum segment size in kilobytes. The minimum segment size is 100 KB. <number> MB Sets the maximum segment size, in megabytes. <number> hr Sets the number of hours for which the segment stays open. The minimum number is 1 hour. Default Value: 10 MB Changes Take Effect: Immediately Specifies if there is a segmentation limit for a log file. If there is, this option sets the unit of measurement along with the maximum size. If the current log segment exceeds the size set by this option, the current file is closed and a new file is created. verbose Valid Values: all All log events (that is, log events of Standard, Trace, Interaction, and Debug levels) are generated if you set the debug-level option in the statserver section to all. debug The same as all. trace Log events of the Trace and higher levels (that is, log events of Standard, Interaction, and Trace levels) are generated, while log events of the Debug level are not generated. interaction Log events of the Interaction and higher levels (that is, log events of Standard and Interaction levels) are generated, while log events of the Trace and Debug levels are not generated. standard Log events of the Standard level are generated, while log events of the Interaction, Trace, and Debug levels are not generated. none Produces no output. Default Value: all Changes Take Effect: Immediately Determines whether a log output is created. If it is, this option specifies the minimum level of log events that are generated. The log-event levels, starting with the highest-priority level, are Standard, Interaction, Trace, and Debug. Refer to the Framework Deployment Guide or Framework Solution Control Interface Help for more information on the Standard, Trace, Interaction, and Debug log levels 36 Pulse 8.1

37 Chapter 3: Pulse Configuration Options Pulse Collector Application Object [object-name-format] Section You can use a custom format for an object name, which can include a mix of predefined text and additions to the object properties within their actual values with optional width and trimming rules. For details, see: Valid object name format string on page 45 Object Information on page 47 AccessResource Specifies the object name formatting rule for an object of type DN with subtype Access Resource. For details, see Object Properties on page 46. ACDPosition Specifies the object name formatting rule for an object of type DN with subtype ACD Position. For details, see Object Properties on page 46. ACDQueue Specifies the object name formatting rule for the object of the of type DN with subtype ACD Queue. For details, see Object Properties on page 46. Agent Specifies the object name formatting rule for the object of the of type Agent. For details, see Object Properties on page 46. AgentGroup Specifies the object name formatting rule for the object of the of type Agent Group. For details, see Object Properties on page 46. Deployment Guide 37

38 Chapter 3: Pulse Configuration Options Pulse Collector Application Object CallingList Specifies the object name formatting rule for an object of type Calling List. For details, see Object Properties on page 46. Campaign Specifies the object name formatting rule for an object of type Campaign. For details, see Object Properties on page 46. CampaignCallingList Specifies the object name formatting rule for an object of type Campaign Calling List. For details, see Object Properties on page 46. CampaignGroup Specifies the object name formatting rule for an object of type Campaign Group. For details, see Object Properties on page 46. Cellular Specifies the object name formatting rule for an object of type DN with subtype Cellular. For details, see Object Properties on page 46. Chat Specifies the object name formatting rule for an object of type DN with subtype Chat. For details, see Object Properties on page Pulse 8.1

39 Chapter 3: Pulse Configuration Options Pulse Collector Application Object CoBrowse Specifies the object name formatting rule for an object of type DN with subtype CoBrowse. For details, see Object Properties on page 46. CommDN Specifies the object name formatting rule for an object of type DN with subtype Comm DN. For details, see Object Properties on page 46. CP Specifies the object name formatting rule for an object of type DN with subtype CP. For details, see Object Properties on page 46. Data Specifies the object name formatting rule for an object of type DN with subtype Data. For details, see Object Properties on page 46. DestinationLabel Specifies the object name formatting rule for an object of type DN with subtype Destination Label. For details, see Object Properties on page 46. DN Specifies the object name formatting rule for an object of type DN. For details, see Object Properties on page 46. Deployment Guide 39

40 Chapter 3: Pulse Configuration Options Pulse Collector Application Object DNGroup Specifies the object name formatting rule for an object of type DN Group. For details, see Object Properties on page 46. EAPort Specifies the object name formatting rule for an object of type DN with subtype EA Port. For details, see Object Properties on page 46. Specifies the object name formatting rule for an object of type DN with subtype . For details, see Object Properties on page 46. Extension Specifies the object name formatting rule for an object of type DN with subtype Extension. For details, see Object Properties on page 46. ExtRoutingPoint Specifies the object name formatting rule for an object of type DN with subtype Ext Routing Point. For details, see Object Properties on page 46. FAX Specifies the object name formatting rule for an object of type DN with subtype Fax. For details, see Object Properties on page Pulse 8.1

41 Chapter 3: Pulse Configuration Options Pulse Collector Application Object GVPDID Specifies the object name formatting rule for an object of type DN with subtype GVPDID. For details, see Object Properties on page 46. Mixed Specifies the object name formatting rule for an object of type DN with subtype Mixed. For details, see Object Properties on page 46. Music Specifies the object name formatting rule for an object of type DN with subtype Music. For details, see Object Properties on page 46. Place Specifies the object name formatting rule for an object of type Place. For details, see Object Properties on page 46. PlaceGroup Specifies the object name formatting rule for an object of type Place Group. For details, see Object Properties on page 46. RoutingPoint Specifies the object name formatting rule for an object of type DN with subtype Routing Point. For details, see Object Properties on page 46. Deployment Guide 41

42 Chapter 3: Pulse Configuration Options Pulse Collector Application Object RoutingQueue Specifies the object name formatting rule for an object of type DN with subtype Routing Queue. For details, see Object Properties on page 46. RoutingStrategy Specifies the object name formatting rule for an object of type DN with subtype Routing Strategy. For details, see Object Properties on page 46. Script Specifies the object name formatting rule for an object of type Script. For details, see Object Properties on page 46. ServiceNumber Specifies the object name formatting rule for an object of type DN with subtype Service Number. For details, see Object Properties on page 46. StagingArea Specifies the object name formatting rule for an object of type Script with subtype Staging Area. For details, see Object Properties on page 46. Switch Specifies the object name formatting rule for an object of type Switch. For details, see Object Properties on page Pulse 8.1